22 July 2011

Customer service: learn to bend the rules

customer service rules
Learn to bend the rules

Customer service rules: social media requires a faster response time

Customer service is often about excelling in the the delivery of rigid processes following a well defined set of rules and procedures. Developed over many years through the accumulated work of thousands of senior executives, this approach certainly appears rock solid and unbreakable. However, leaning on the experience and wisdom of the older generations, we are convinced that a little flexibility has some good. This is especially true given that the development of social media channels has dramatically raised the expectations of customers in terms of customer service. Indeed, many customers now expect a response within the hour, if not within 30 minutes. In order to ensure customer satisfaction and deliver against the very demanding expectations of your customers, should you not try to widen your employees' customer service skills by teaching them how to bend the rules?

3 comments:

  1. I have learned this lesson the hard way. I made customers very upset by telling them we couldn't do anything for them because it was our "policy" and in some cases, this led to losing their business. Companies need to focus on demonstrating customers how much they matter to them, so it is crucial for managers to know when and how to "break" the rules and policies when needed.

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